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Returns Policy

  • We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.
  • We will try to attend to all returns as soon as practically possible.
  • For the reasons of hygiene, we are unable to accept returns of any items, which have been used or worn, unless faulty
  • Refunds can be requested within 14 days (strictly within the right timeline after delivery time, we operate an automated system) of the receiving the item, and exchanged within 21 days of receiving. If you choose to exchange your item outside of the 14-day refund policy, a refund will not be offered for the exchanged item. 
  • Items purchased online, but exchanged in store are non-refundable only exchangeable within 14 days. 
  • Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.
  • If you purchase an item in-store, you do not have the right to a refund but we offer a strict 14-day exchange policy if the item is unworn and uncustomised.
  • Items purchased online, but exchanged in store are non-refundable only exchangeable within 14 days (maximum of 1 exchange only).
  • We strongly recommend sending items back to us using 'Royal Mail' Special Delivery' as it ensures you for any loss. Hatton Jewellers are not liable for the item if it gets lost on route back to us. 
  • When a refund is made to a credit or debit card or via PayPal it may not show up in your account straight away as the clearing banks take time to process the refund. Typically this can take up to 7 working days but varies depending on your own bank. If you would like further clarification on the timescales involved, please contact your card issuer. 
  • Please make sure you return the items back to us, including their original invoice, certificate and box. Items that are returned without the above mentioned will not be refunded or replaced until we receive the invoice, certificate and box (maximum time 14 days after receiving the item).
  • Items received without the original paperwork, ripped or damaged paperwork are not accepted and/or refundable.
  • We do not accept returns/refunds on items that have been worn and show signs of use like, scratches, stains, perfume smell or creme stains. *Please note that all our items are sterilized before shipment and all returns are run acid and UV test upon return. Any item that shows visible signs of being worn will not be accepted. This applies to all orders, whether purchased through finance, debit/credit card, PayPal, bank transfer, layaway.
  • Hollow items like hollow rope chains are not suitable to be worn in the shower or swimming. In general, avoid contact with water or hanging pendants.
  • If you have taken out a layaway plan this is classed as a bespoke item and all deposits are non-refundable, if you do wish to return it you will be issued a credit for the amount that can be used within 12 months of receipt of the item.
  • Made to order: in the event of a cancellation of any made to order custom/ bespoke products, Hatton Jewellers Ltd deem these items non-refundable.
  • Please send items back with all paperwork sent with the item initially and in the same condition as sent out to you. Your item will be inspected on arrival and we will contact you with any issues if we see them.
  • Items received without the original paperwork, ripped or damaged paperwork are not accepted and/or refundable.
  • TAGGED ITEMS(OTHERWISE REFERRED TO AS SECURITY TAG OR LABEL, IT IS A BLACK COTTON TAG WITH A METALLIC PART WITH HJ LOGO ON IT) - IF YOU RECEIVE AN ITEM THAT HAS A TAG ON BUT YOU WISH TO RETURN IT, THE TAG MUST BE INTACT FOR A FULL REFUND TO BE APPROVED. IF YOUR TAG IS REMOVED THE ITEM IS DEEMED AS NON-REFUNDABLE. 

  • Items priced £350 and above, as of 04.02.2020 will hold a tag with the logo HJ on them attached( we refer to this tag either as a tag, or security tag or label). Please note that if the tag is removed for any reason the item is non-refundable. Every piece of jewellery is examined by a team of specialists before being dispatched, during this process a security tag with the initials HJ, is attached to every item above £350. If for any reason an item priced above £350, does not arrive with a tag, you should email us to let us know to the email address: sales@hatton-jewellers.com. Items returned without tags, or removed tags are non-refundable.

  • If you exchange a non-refundable item, the next item you receive is non-refundable. The same rule as per the first return applies
  • A maximum of 3 exchanges is allowed within the 21 days period.
  • If you do not follow our instructions on the items you purchase, we are not held accountable, e.g. hanging pendants on chains not appropriate for pendants, swimming/showering with the jewellery on, pulling the items thus causing the links to snap, using visible excessive force which may cause damage to the jewellery. In all the above cases, if the jewellery is damaged, Hatton Jewellers Limited cannot be held accountable. Chains/Bracelets that are longer than the ordered length are not refundable/returnable.

  • You are responsible for the return postage and any taxes or additional fees of returning the product. For UK orders, if the item has a value of £50+ we recommend sending by Royal Mail Special Delivery.
  • We do not refund the original postage cost of items, please retain your postage receipt to prove the item has been sent
  • Please contact us by email enquiries@hatton-jewellers.com to inform us of your wish to return products.
  • Before returning a product, we strongly urge you to contact us via email to the following address sales@hatton-jewellers.com. A return needs to be approved via email before being sent back to us. If we receive random items we receive the right to not process the return and/or contact you.
  • If you do not contact us and we randomly receive an item without a note, invoice and original certificate sent out, the product remains with us and we will not attempt contact. If we lose track of the item amongst our stock, we are not held accountable. We will not send the item to its return address at the expense to Hatton Jewellers Limited.
  • You will be responsible for the returned products until they reach us, so please use a secure delivery method which requires a signature upon receipt.
  • Please return to Hatton Jewellers, 29 Hatton Wall, Hatton Garden, Farringdon, London, EC1N 8JJ